CRC Industries Europe is a dynamic, multinational company with parent company in Philadelphia (USA) and European headquarters in Zele. We manufacture and distribute specialized chemical products, including lubricants, cleaners, degreasers and anti-corrosion agents for the electronics and automotive sectors in particular and for industry in general. In the EMEIA region, we have production sites in Belgium (Zele), Great Britain and South Africa as well as sales locations in Germany, France, Spain, Sweden, Finland, Poland, Hungary, Denmark, Turkey, Portugal and India. Distribution in the other European countries and the Middle and Far East is done directly from Zele.
To better support the EMEA Customer Experience organization, we are looking to hire:
Director Customer Experience (CX)
The role is responsible for leading, developing and organizing the end-to-end customer experience in EMEA.
Some tasks that await you:
Your responsibilities:
1. Directly manage our EMEA Managers (3) and the local CX Liaisons (5), based in the Belgian and UK Centers of Excellence and the French, Spanish, German, Swedish and Finnish offices. Manage, motivate, and develop the customer care team. This includes setting performance goals, coaching and facilitating ongoing training to foster a high-performance culture.
2. Support, facilitate and promote CRC EMEA’s digital customer experience on our B2B platform.
3. Collaborate closely with the sales department to align customer experience efforts with sales objectives, ensuring the team supports retention, upselling, and customer satisfaction that contribute to revenue growth.
4. Collaborate cross-functionally and companywide to focus on and continuously improve the customer experience. Act as a liaison between the customer care and other departments (e.g., sales, product, marketing) to ensure smooth communication and alignment on customer-related initiatives.
5. Optimize workflow, allocate resources effectively, and implement tools to streamline customer support processes. This might involve using automated systems and technologies to improve productivity and customer outcomes.
This is what we expect from you:
* Bachelor’s degree combined with 10+ years in Customer experience and 5+ years leading a team.
* Proficient with Microsoft Office suite and the ERP system Dynamics.
* Strong planning, organizational, and communication skills.
* Self-motivated with collaborative and managerial working abilities.
* Strong analytical thinking in combination with process orientation.
This is what you can expect from us:
We offer no regrets, and in addition:
* Competitive salary and benefits package.
* Opportunities for professional growth and development.
* Collaborative and inclusive work environment.
This description represents a summary of the position and does not detail every task, duty or responsibility required of it. The holder of the position may be required to perform other related activities as considered reasonable by Management.
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